Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Cassar

Pennsauken,NJ

Summary

Reliable Inside Sales Manager with experience establishing and enforcing service standards and sales goals. Maintained expert product knowledge to address customer needs and optimize business retention. Built, led and motivated teams to excel in competitive environments.

Overview

21
21
years of professional experience

Work History

Assistant Manager of Operations

WebiMax
02.2018 - 11.2023
  • Managing 25 Inside Sales Representatives
  • Responsible for supervision, training and development of staff to ensure accuracy and best practices are performed
  • Assist with sales and project management (300+ accounts)
  • Fill in for Director of Operations when needed to maintain business operations were continually performed
  • Assist with staffing, scheduling, hire and recruiting
  • Spearhead Onboarding Department resulting in less than 3% client retention
  • Collect and store data on sales numbers and market research reporting key performance indicators
  • Identify pain points for clients and increase recurring revenues
  • Create surveys and questionnaires for clients to present a customized campaign to tailor their needs and wants
  • Communicated with customers to assess satisfaction with products and services received.
  • Set and track KPI's and sales quotas across the team to ensure accountability of teams performance were aligned and exceeded quotas

Contact Center Supervisor

Simon and Schuster
12.2016 - 03.2017
  • Managed 50 customer service representatives
  • Initiated operations improvements to improve overall call center productivity
  • Managed call center from initial start-up to full operational status
  • Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly
  • Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
  • Oversaw call center employees to ensure customer satisfaction goals were consistently met
  • Managed customer call effectively and proficiently in a complex, fast-paced and challenging call center environment
  • Developed all process controls and metrics for daily management of the Call Center
  • Coached, counseled and disciplined representatives when key performance indicators were not met
  • Prepared action plans, modified KPI's for sales team for effective search of sales leads and prospects

Inside Sales Manager

Fox Run Brands
08.2013 - 06.2015
  • Managed 30 Inside Sales Representatives
  • Prioritized daily workflows, including all inbound calls, quotes and sales-related materials
  • Closely studied past sales data to determine trends in productivity
  • Coach to establish sales process to enable new and cross/sell opportunities and sales quotas
  • Studied shopping and purchase trends of consumer base and target demographic
  • Implemented training course for new recruits - speeding profitability
  • Managed, directed and supervised employees to ensure maximum productivity
  • Wrote sales contracts for orders obtained and submitted orders for processing
  • Provided suggestion for budget rearrangement and re-allocation of funds to save money, products year in advance to guarantee high performance clientele received orders in a timely manner
  • Communicated sales promotions to customers to grow average customer account size by 65%
  • Led informational sessions for staff to explain sales trends and new marketing strategies
  • Conducted research into competitive companies and the surrounding market
  • Managed a portfolio of 150 accounts that generated $700,000 in sales.
  • Trained employees on new technology and sales methods to build highly-knowledgeable and successful team.

Senior Inside Sales Representative

Radwell International
04.2009 - 08.2013
  • Enhanced staff accomplishment and competence by planning delivery of solutions
  • Answered technical and procedural questions for less experienced team members; taught improved processes; mentored team members
  • Managed sale opportunities for all product, perform all sales tasks necessary to turn opportunities into billable sales
  • Negotiated best purchase price for manufacturers
  • Expanded sales to include mass market accounts
  • Entered quotations and orders into sales order processing system to ensure accurate sales information including proper and accurate delivery, payment terms
  • Pro-actively develop new business through outgoing customer calls.

Procurement Buyer

LH4 Associates Lockheed Martin
06.2007 - 06.2008
  • Negotiated with suppliers to determine their purchasing needs to assure cost effectiveness and efficiency in delivery from suppliers
  • Worked with other parts of the organization to forecast demand and evaluate inventory levels,
    and take orders from within the organization
  • Assist in the receipt of purchased materials and services, and keep detailed records of purchases and stocks; carefully monitor deliveries and any past due shipments
  • Built relationships with suppliers and manage their performance
  • Conducted routine supplier business reviews and evaluated supplier performance and compliance
  • Removed poor performing items from future buys; wrote and expedited purchase orders
  • Prepared spreadsheets detailing item information.

Branch Customer Service Coordinator

TTI, Inc
12.2005 - 06.2007
  • Verified and expedited customer orders to ensure accuracy and secure on-time delivery by working directly with the Corporate Asset Team and/or direct manufacturer online systems
  • Provided information to customer regarding order status by answering inquiries by phone and email
  • Data provided by looking up the inquiries in the sales database
  • Coordinated issue resolution by working with the Sales Representative and the Customer by providing updated information via phone and/or email communications
  • Assist the Sales Representative by performing inventory stock status and obtaining delivery information by utilizing online manufacturer databases
  • Processed order confirmation files by reviewing data against the Sales Database to ensure accuracy resulting in low sales errors and high quality in meeting customer delivery requirements
  • Participated in the company Total Quality process by following established policies and procedures
  • Provided support to the Sales Representatives by returning phone calls to customers, entering sample orders and monitoring customer orders for delivery accuracy

Customer Service Representative

Commerce Bank
05.2003 - 11.2005
  • Answered an average of 85 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Accurately documented, researched and resolved customer service issues
  • Identified chronic customer issues by creating and maintaining customer complaint log
  • Addressed and resolved customer product complaints empathetically and professionally
  • Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity
  • Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.

Education

Associate of Applied Science -

Skills

  • SalesForce
  • Leadership Development
  • Employee Supervision
  • Organizational Development
  • Profitability and Revenue Generation
  • Upselling
  • Leadership
  • Process Improvement

Timeline

Assistant Manager of Operations

WebiMax
02.2018 - 11.2023

Contact Center Supervisor

Simon and Schuster
12.2016 - 03.2017

Inside Sales Manager

Fox Run Brands
08.2013 - 06.2015

Senior Inside Sales Representative

Radwell International
04.2009 - 08.2013

Procurement Buyer

LH4 Associates Lockheed Martin
06.2007 - 06.2008

Branch Customer Service Coordinator

TTI, Inc
12.2005 - 06.2007

Customer Service Representative

Commerce Bank
05.2003 - 11.2005

Associate of Applied Science -

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Rachel Cassar